Future Proof: Challenges and opportunities in providing great service in energy

Future Proof: Challenges and opportunities in providing great service in energy [ 7.7 mb]

The energy industry is undergoing a number of changes, with market consolidation, decarbonisation, and the recovery from COVID-19 bring additional challenges to the market. 

We identified key challenges, and opportunities to improve for energy suppliers in providing customer service. 

Challenges included overcoming the poor reputation and complexity of the market, improving experience of complaints and responding to diversifying communication preferences.  

Our research also identified where there was most opportunity for companies to improve their services. These included: helping them to engage with choices about their energy, providing a more personal service, and providing more services that can reduce costs and reduce carbon.

Our report was informed by research by The Institute of Customer Service. Their full research report is available here [ 7.3 mb].